Client Services & Implementation Head

Your Role

The Client Services & Implementation Head responsible for excellent leadership of the operations team to implement and maintain excellent standards of customer service. This is achieved by effective management and leadership of all operational procedures, making a valuable contribution ensuring onboarding and retention of new clients. Work closely with sales and product teams to deliver excellent service, risk management and promote TB brand by ensuring process, operation, documentation and onboarding are coordinated across all TB pillars.

Your Impact

Implementation

• Advice Clients and Implementation Officers with technical specifications and expertise for new or maintenance implementations.

• Coordinate with specific product technical support groups in resolving implementation issues

• Work on new product rollouts from an implementation and technical perspective

• Aid in the development of processes and procedures

• Provide new hire product implementation training and process change training for the

team

Client Services

• Analyze and manage resource requirement and implementing measures to enhance

customer service, increase productivity and profitability

• Ensure the day-to-day effectiveness and efficiency of Client Service operations and

excellence in services, and balance intra-day resources

• Ensure prompt and professional handling of customer enquiries and complaints.

General Responsibilities

• Provide timely, complete and accurate updates to various reports and product tracking information

• Ensuring revenue is associated to implementation requests are addressed timely

• Successfully complete all compliance, product, and other training required by management

• Participate in product and other training opportunities recommended by management

• Involvement in designated projects such as new or updated product roll-outs, process improvement meetings or other areas relevant to the team.

Your Profile

• Graduate of any Business Studies/Administration/ Management, Economics, Computer Studies, Finance/ Accountancy/ Banking or equivalent.
• Has 6-10 years relevant experience or exposure in Finance/ Information Technology/ Sales (Banking)/ Cash management/ Trade Finance / Marketing
• Has a 3-5 years Senior Management/ Managerial Experience.
• Able to lead a team